Create a contact relationship for an account

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Create a contact relationship for an account by selecting a contact and then assigning a responsibility to that contact in the Customer Service Management (CSM) application. Through this relationship, a contact can effectively manage the accounts and can execute actions on behalf of the associated accounts.

    Before you begin

    Role required: One of the following roles:
    • sn_crm_foundation_admin
    • sn_crm_foundation_data_manager
    • sn_crm_account_relationship_data_manager
    • sn_customerservice_manager
    • admin

    About this task

    Starting with the Australia release, Customer Service Management (CSM) introduced the Prevent duplicate for account-contactbusiness rule. By using this business rule, an administrator can assign multiple responsibilities per account for a contact.

    Procedure

    1. Navigate to All > Customer Service > Customer > Accounts or Partners.
    2. Select an account.
    3. In the Contact Relationships related list, select New.
    4. On the form, fill in the fields.
      Table 1. Contact Relationship form fields
      Field Definition
      Account The account to which the contact is assigned. This field is automatically filled in.
      Contact The customer contact selected to fulfill the role or responsibility.

      The Contacts list includes contacts from any related partner or account as well as contacts from the account hierarchy.
      Type Defines the label for the relationship with the selected user. You can select the type from the list of related party configurations.
      Note:
      Starting with the Yokohama release, the Type field is added to the Contact Relationship form. For more information on how to populate the Type field for existing data, see Populate the Type field in relationship tables using the fix script.
      Responsibility Role or responsibility selected for this customer contact.
      Note:
      As part of creating a responsibility definition, the admin can specify if the responsibility is unique. If so, the responsibility can only be assigned to one contact per account. For more information, see Create account teams.
      Order Specifies the sequence in which records are displayed, organized according to business preferences.
    5. Select Submit.
      The contact name, account, and responsibility are added to the Contact Relationships related list.